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Can social media really be used to manage customer service?
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Harnessing SOCIAL MEDIA for SERVICE DELIVERY
Japie Swanepoel, Nairobi Club:24 October 2013
@japies
#icskenya
+What is social media good for?
Public relations
MarketingEventsSales
+What about Customer Service?
+But do these companies embrace the medium?
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① What’s your strategy?
② Identify the correct platforms and tools.
③ Make your presence known.
④ Resources!
⑤ Respond in timely manner.
How can your organisation harness social media for customer service?
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+How can your organisation harness social media for customer service?⑥ SM: its about the
conversation!
⑦ Reward loyalty.
⑧ Be consistent with your message.
⑨ Track your brand.
⑩ Constantly measure, analyse and improve.
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www.InteractiveConcepts.co.kejapie@interactiveconcepts.co.ke
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